Respond to a Situation · #RTS1-011
Damaged Textbook Return
The situation
You borrowed a textbook from the university library and it was badly damaged when rain leaked into your backpack on the way to class. The book is due back tomorrow and is the only copy for your course. Speak to the librarian at the service desk: explain what happened, apologise, and ask what your options are for replacing it.
Model answer
Hi, I'm sorry to bother you. I borrowed this textbook last week, and unfortunately it got badly damaged when rain leaked into my backpack on the way to class. I feel terrible about it, because I know it's the only copy for my unit. It's due back tomorrow, so I wanted to be upfront rather than just return it like this. Could you tell me what my options are? If I need to pay a replacement fee, I'm happy to, or I could order a new copy myself. Thanks so much for your help.